Troubleshootingbeginneradmin
Device Showing Offline
A room display or e-ink panel shows as Offline. Diagnose connectivity, power, and app issues.
3 min read9,200 viewsUpdated 2026-02-15
NovaGuide Assistant
In this article you'll learn about Quick checks, then explore Network troubleshooting, and finally review Re-activating a device.
Quick checks
Before deeper investigation, verify:
- Physical power — is the device plugged in or charged?
- WiFi connectivity — is the device on the correct network?
- App version — is the Links Screen App up to date?
- Dashboard sync — wait 2 minutes, then refresh the Devices page
If the device shows a screen but the dashboard says Offline, the issue is likely network-related.
Links marks a device Offline if it misses 3 consecutive heartbeats (each 60 seconds). A temporary network blip won't trigger Offline status immediately.
Network troubleshooting
Devices need outbound HTTPS access to:
api.links.io — API and command channel
cdn.links.io — Content delivery (images, templates)
updates.links.io — App update checks
Common network issues:
- Captive portal WiFi — devices can't handle portal-based authentication. Use a dedicated IoT VLAN
- HTTPS inspection — some enterprise firewalls break SSL. Whitelist the above domains
- IP lease expiry — static IP assignment is recommended for displays
# Test connectivity from the device's browser console:
fetch('https://api.links.io/health').then(r => r.json()).then(console.log)
Re-activating a device
If the device needs to be reset:
- Open the Links Screen App
- Go to Settings → Reset Device (or hold power + volume down for 5 seconds)
- The app shows a new activation code
- In your dashboard: Devices → [Device] → Re-pair
- Enter the new activation code
The device inherits all its previous settings (space assignment, template, etc.) automatically.
Do not delete a device from the dashboard while re-pairing — use the Re-pair action to preserve settings.
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